Roles & Responsibilities:
· To work closely with the Process Head in supporting and executing day to day BPM operations and driving the qualitative and quantitative goals of the team.
· Driving the team in providing quality and effective customer service by motivating them through various team-building activities.
- Recommend new initiatives or processes to increase the team’s conversion ratio and impact on targets.
- To assist the Manager in coaching / training of the new agents to ensure that they meet the expected standards for quality, sales and service by providing regular, constructive feedback.
- Support the team by monitoring and maintaining the key performance indicators (daily, weekly, monthly targets) as outlined by the process head.
- Prepare team schedule and liaise with other TL’s for staff support as and when required.
- Ensure team adherence to organisational policies, standard operating procedures.
- Work closely with the process heads in generating and compiling timely reports.
- Live and represent company values to build brand awareness within and outside the organization.
Role Requirements:
· Graduate from a reputed institution, with 1-2 years of experience as Team Lead in a BPO organisation with clear reporting structure.
· Good knowledge of BPO operations with the ability to lead a team of executives.
· Resourceful individual with an energetic and enthusiastic approach to the job.
· Excellent communication and interpersonal skills with the aptitude to handle complexity.
· Strong analytical skills with proven ability to drive initiatives.
· Proactive and takes ownership ensuring follow-through.